Search Results: empathy
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire is going to be the right fit. Even when you’ve gone through resume reviewing, phone screening, and first round interviews, you may still be left with a handful of great…
This is a guest post from Luis Hernandez, VP of Customer Success at Geckoboard. If you contact Geckoboard for support, your request could be handled from Christchurch (New Zealand), Mumbai (India), London (England), Boston (US), Seattle (US) or Kilauea (Hawai’i, US). In some special cases, your request could be worked on by different team members…
Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats best practices. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow…
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you, customers are going shopping mad. It might be fun for your customers, but how do you make…
Imagine the scenario where you’ve fully prepared for a webinar, your listeners have allocated free time to come and view your presentation for the next 45 minutes, and you’re just about to get started. Then you get a phone call, and it’s a notification to say that a server has gone down and then you…
We often look at self-service in terms of streamlining a process. The easier it is for our customers to help themselves, we reason, the lower our call volumes will be, the more money we’ll save, and the more time we’ll have for tending our desktop rock gardens. All of those things are true—but they’re only…
Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. You could find yourself working 9-5 responding to email. If your business is growing, imagine your customer response rate increasing 10% per week! Plus all other business matters you have running in…
From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with…
Shit happens, products break. The important thing is how you help your customers get past it. Often, the first thing a customer sees when something breaks is an error message. This is why it’s so important to have error messages that help your customers, not annoy them further. When things go wrong, what customers want…
We were recently discussing customer advocacy at Kayako when someone piped up: “Wait, is a customer advocate the same thing as a brand advocate?” Fair question. They sound so similar that they could very well be the same thing. However, they mean two very different things…right? We gathered around a Google search of “customer advocate”…